The rebirth of St Pancras: matching service to facilities

Peter Muir (Business Writer and Marketing Consultant specialising in workplace practice.)

Human Resource Management International Digest

ISSN: 0967-0734

Publication date: 21 March 2008

Abstract

Purpose

The paper aims to describe how London & Continental Railways resolved recruitment and training of customer‐service officers (CSOs) for the redeveloped St Pancras and new Ebbsfleet international stations within the latest phase of implementing high‐speed rail links between the UK and continental Europe.

Design/methodology/approach

The paper details the role of consultant Echelon Learning in creating and implementing an innovative four‐stage process to deliver a service to complement the rebranding of St Pancras as a quality leisure and retail destination.

Findings

The paper confirms the appropriateness‐to‐task of the process in both recruitment and induction of CSOs and reveals ongoing commitment to the same.

Practical implications

The paper shows how staff induction and training have played an important part in the development of the St Pancras International brand.

Originality/value

The paper highlights how London & Continental Railways was able quickly to identify and develop the best candidates from a large number of applicants.

Keywords

Citation

Muir, P. (2008), "The rebirth of St Pancras: matching service to facilities", Human Resource Management International Digest, Vol. 16 No. 2, pp. 11-16. https://doi.org/10.1108/09670730810860663

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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